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- Get your client's consent
It's important that you make sure that your client understands Lively's service to ensure a positive experience both for them and their Helper! We appreciate you taking the time to explain the service to them before signing them up.
We request that you read the following description of our services to your client before submitting a request on their behalf:
Lively is a not-for-profit organisation that matches big-hearted young people aged 18–25 with older community members who need an extra pair of hands and have an interest in building a relationship with a younger generation.
It's a program that's been well-received; Lively has a 96% recommendation rate from their participants.
Lively Helpers act a bit like a young buddy who can help you keep on top of tasks at home and stay connected. You can think of them as a bit like a grandkid with a bit more patience.
They can support with things like basic domestic help; keeping your garden tidy; figuring out how to use your devices; getting out and about; and tackling personal creative projects. They have quite a bit of flexibility with what they can do with you, so the two of you can decide what you do in each session.
The thing that distinguishes Lively is that they have a real focus on building a relationship between older and younger people to learn from and support one another. Lively only hires young people who really love and are interested in older people; 100% of their participants say they feel treated with dignity and respect.
Trust and confidence grow over time with a Lively Helper, where you can also contribute to the young helper's life through sharing life experience, perspectives, tips and offering meaningful paid employment, which is why Lively refers to their clients as their "members". One thing that is important to know is that this may be one of the first jobs for these young people, so they might be learning on the job with you.
Does that sound like it would be of interest to you?
If your client is excited about being matched with a Lively Helper, we also ask that you get their agreement to our Community Code. You can access the full code here, but here's a shortened script you can use:
Before signing up a new member, Lively asks that they get your agreement to follow their Community Code of conduct:
"At Lively, we agree to treat one another with respect, kindness and patience regardless of religious, ethnic or cultural background; race; gender; sexual orientation; age or ability. We are a diverse mix of people who are here to help and support one another.
As a Lively Member you agree to provide a safe working space for your helper and to respect their personal and professional boundaries."
Do you understand and feel happy to agree to Lively's Community Code?
2. Request a match
2. Request a match
Once your client is on board, you can submit a match request! Make sure that you know which services Lively has agreed to provide to your organisation as there may be some restrictions.
Once you've checked this, you can submit the request quickly and easily via Lively's Partner Portal, where you can then receive updates on the status of the match, the sessions schedule, and read the Helper's session notes and observations.
Accessing the Partner Portal
Accessing the Partner Portal
If you are not sure whether you have access to the portal, try to log in using your work email. You will be sent a unique login code. If it doesn't appear, check your spam folder.
If we do not recognise your details, please contact matching@lively.org.au to get set up!
Got other questions about the Partner Portal? Check out our FAQs.
To create a new request:
Click on '+ New request’.
Click on 'In-home'.
Select the member/client on whose behalf you are making the request:
For existing Lively members, select their name from the dropdown list, OR
For new members, click 'Add new member' and fill in their details.
All members you add will appear in your portal under ‘Members’. Member information entered by you will be shared with the Lively Matching team and any Helpers with whom the member is matched.
Alternatively, if you're having trouble with submitting requests via our portal, you can:
Email your own service request form to matching@lively.org.au.
Invite matching@lively.org.au to join your organisation's portal.
You will also need to select from the five services which Lively Helpers can offer. We encourage you to consider selecting as many services as your agreement with Lively will allow, as this grants our Helpers and members more flexibility with how they allocate their time. You can select from:
Help around the home
Help around the home
Light cleaning and domestic assistance, such as:
Wiping/dusting surfaces, sweeping
Washing, drying, putting away dishes
Cleaning out the pantry or fridge
Washing, drying, putting away laundry
Disposing of household waste
Vacuuming or mopping floors
Cleaning bathroom, shower and toilet
Assistance with meal prep (but not cooking for members)
Changing sheets and bedding
Wiping walls/de-cobwebbing
Washing windows
Wiping down kitchen appliances
Light decluttering and sorting
Social gardening
Social gardening
Light gardening, undertaken alongside member, including:
Weeding
Sweeping
Raking
Digging up plants and shrubs
Pruning
Trimming
Lopping
Planting
Mulching
Plant selection
Watering
Digging garden beds
Lifting
Carrying
Collecting equipment
Picking up items from Bunnings
Tech help
Tech help
Support to use basic device functions and apps. Our Helpers aren't tech specialists, but they are digital natives!
Basic device setup (On/off, brightness, volume, understanding apps, finding menus, charging and battery)
Sending/receiving emails
Sending/receiving texts/SMS
Reading ebooks
Listening to music, podcasts or radio (Castbox, Audible, Spotify)
Finding movies and TV (SBS on Demand, YouTube, ABC iView are some free options)
Help to discover local services/groups/places of interest
Taking photos on device
Connecting to WiFi
Video calling
Surfing the internet
Internet banking
Signing up for online services safely
Setting up social media
Accessing the news
Researching family history (Ancestry.com)
Travel and navigation apps (Google Maps, TramTracker, PTV, Uber)
Connecting to printer
Seeking suitable technology device for purchase
Looking up recipes online
Transport out and about
Transport out and about
Helpers can transport members in their vehicle for the purposes of:
Getting to appointments
Grabbing a coffee at a nearby cafe
Taking a walk in the park
Visiting family
Attending a class
Shopping
Visiting the post office or bank
Dropping off/picking up dry cleaning
Lively charges a mileage fee per kilometre travelled during the session which will be charged to the member.
Personal projects
Personal projects
Creative or social activities that bring richness and quality of life:
Going out for a coffee
Going out to get a paper and doing the crossword
Attending a social event
Going for a field trip, e.g. a visit to a museum or a walking trail
Researching topics of interest online
Company to attend personal development activities/learning
Collating a life story book/memoir/scrapbook
Sorting photos
Art and craft projects
Researching family history
Documenting (and road-testing!) favourite recipes
When an outing is likely to incur expenses, these will need to be covered by the member.
Once you submit the request, you will receive an email with all the details to keep on file at your end.
3. Await match confirmation
3. Await match confirmation
After you submit your request, our Matching team will get to work matching your client! We aim to match members within 5 days. You will receive an email notification as soon as a Helper has been matched, and you can also track the progress of the match in your Partner Portal.
If it's taking a while to match your client, the Matching team will reach out to let you know as soon as possible.
4. Notify member once matched
4. Notify member once matched
You will receive an email notification when the first Lively session is booked! When this occurs, please contact the member to inform them:
A Lively Helper will be in touch in the next few days.
Inform them of the name and phone number of the matched Lively Helper, so the member knows it is not spam or a scam.
Let them know that during their first session, their Helper will provide them with a bit more information about the service, including an introductory video.
The Lively Helper will try and contact the member 3 times within the week after they are matched. If a Helper has not been able to contact a Lively member, they will flag them as 'Uncontactable', and we will request your assistance to contact them.
Once they've been matched, head to Track progress!
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